Webinar: Adapting to customer channel disruption during a crisis
Tuesday 11am AEST, 29th September
Calling all customer experience leaders
In today's customer-centric, digitally savvy world, customer experience (CX) is critical to competitive advantage, if not survival. According to our recent Beyond Disruption Business Pulse 2020, 80% of ANZ organisations with a transformation strategy have fast-tracked technology modernisation due to the current crisis.
Join this webinar to understand how post-disruption Customer Experience is evolving and how local businesses are pivoting to meet customer expectations, create business resilience and carve out new market share during times of disruption and beyond. We will discuss:
- Stories of transformation and shifting the business model to embrace digital and ecommerce strategies
- Tangible business learnings and firsthand insight on the importance of implementing and executing the right CX strategy and delivering a better customer experience into 2020 and beyond
- The importance of collaboration with sales teams and enabling employees to be part of the CX journey
- How CX technology is facilitating businesses to navigate change and manage disruption successfully
- How companies can leverage trusted data to their advantage and to improve decision making
*All attendees will receive food or a voucher prior to the webinar.
Introducing our speakers
Fernando Battaglia, Value Stream Manager, Frucor Suntory
Hear how as Value Steam Manager, Fernando successfully led Frucor's sales team to embrace their digital CX platform to boost sales growth and improve the customer experience. Explore how via a two-phased program, the leading ANZ beverage company drove sales adoption of their CRM with a narrowly focused pilot program, whilst also incentivising sales to drive online customer orders through gamification.
David Dean, General Manager, BGW
Whilst BGW have an established commerce journey, they have shifted their focus this year on changing the way they work, focusing on empowering employees to take part in the customer experience. David will share how BGW are transforming their customer experience with a multi-brand pure digital play to support their business growth and the sale of millions of products online.
Brad Howarth, Technology-driven change analyst, author and CRN contributing editor
Brad is an accomplished keynote speaker on the topic of change, the impact of technology on business and society and the future of work and management structures. Brad will share insights on how local organisations are coping with 2020 disruption now and post-COVID recession, the challenges companies are facing with data and how uncertainty of demand and supply translates to the customer experience.
Join the conversation on Twitter @DXCOxygen #SAPCX